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Email Builder and product pictures not showing on email

This topic has 4 replies, 3 voices, and was last updated 4 weeks, 1 days ago ago by Jack Richardson

Krzysztof

Participant

February 7, 2025 at 22:16

Hello,

I have noticed that product images are no longer available in emails. While they appear fine in the Email Builder preview (see picture 1 from private), customers are not able to see them when receiving the email. (see picture2) as you may see, logo image is downloaded properly and only product images are missing.
Could you please take a look at this issue?

As a suggestion, we are using a “Modern Image Formats” (https://wordpress.org/plugins/webp-uploads/) plugin from “WordPress Performance Team” that automatically generates webp versions of images and natively uses them throughout WordPress.

Please, contact administrator
for this information.

#433708 Copied Theme version: 9.4.7

3 Answers

Tony Rodriguez

Support staff

February 8, 2025 at 12:20

Hello, @Krzysztof,

Thank you for contacting us and for using XStore.

We have looked into the issue, and it appears that the product images in your emails are being served in WebP format. Some email clients do not fully support WebP images, which may be causing them not to display correctly.

As a solution, we recommend replacing the WebP images with PNG format. Once you update the images to PNG, they should display properly in the sent emails.

Please try this and let us know if you need any further assistance. We’re happy to help!

Best regards,
8Theme Team

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Krzysztof

Participant

February 9, 2025 at 10:49

WebP (together with AVIF) is gradually becoming the norm in contemporary web pages. Furthermore, in addition to WebP, there are still JPG files stored in the system. Moreover, in the “Modern Image Formats” plugin, there is even an option for generating additional JPG files if someone uploads a different format, etc. I strongly believe that in the very near future, this will be integrated into the core WordPress installation.

Could you kindly consider making a correction in the email builder module so that it takes/linking JPG files instead of WebP/AVIF? Both formats are available, it is simply a matter of proper implementation I believe.

#433807 Copied

Jack Richardson

Support staff

February 10, 2025 at 16:32

Dear @Krzysztof,

Thank you for reaching out to us.

Please note that it is not possible to manually select which image to use within the code. The image selection is determined by the product settings and the global website configuration. As a result, it is not feasible to filter or specify a particular type of image for email templates.

Should you have any further questions, please feel free to contact us.

Best regards,
Jack Richardson
8Theme Team

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